KT Corp selected to rebuild Woori Bank's AI chatbot system, advance AICC transformation

KT Corp has been selected as the contractor for Woori Bank's AI chatbot and consultation bot rebuild project. The company plans to build an AI customer center based on its new Agent Connector solution to support Woori Bank's AI transformation.

KT Corp announced Monday that it had been chosen for the project and would begin constructing an AI-based customer consultation system for Woori Bank.

KT Corp said the core of the project is upgrading the infrastructure behind Woori Bank's non-face-to-face customer service channels — its chatbot and consultation bot. The plan links an AI banker and AI agents to expand the chatbot's consultation scope and task-handling capabilities. KT Corp aims to improve the accuracy and completeness of inbound consultations while extending AI use to outbound consultations and in-branch services.

KT Corp will apply its new Agent Connector solution to the project. Agent Connector links different channels and services — from chatbots and consultation bots to AI bankers and AI agents — and passes customer information seamlessly across them. When a customer switches channels mid-consultation, the system picks up where the previous interaction left off and supports task processing through AI agents, realizing an agentic AI customer center (AICC) environment.

KT Corp has previously built and operated AICC solutions at four of Korea's five major commercial banks. In this project, it plans to combine that AICC expertise with AI voice and conversational technology and the Agent Connector to redesign Woori Bank's chatbot and consultation bot systems, raising the utilization of AI-based consultation services across all customer touchpoints.

Kim Seon-woo, head of Woori Bank's AI and Data Business Division, said the project is expected to improve the accuracy of customer intent classification in the AI chatbot and consultation bot and strengthen the completeness of inbound and in-branch consultations. "We will reduce the inconvenience customers experience during consultations and provide faster, more consistent financial services," he said.

Kim Won-tae, head of KT Corp's Enterprise Division Public and Financial Business Unit, said AI chatbots and consultation bots in the financial sector are evolving to understand customer needs and support actual task processing. "KT Corp will leverage its AICC implementation and operational experience in the financial sector, along with its AI capabilities, to support Woori Bank's customer consultation innovation," he said.